Ростислав

Rostyslav Havryliuk

Date of birth: 28/03/2000 Place of birth: Ivano-Frankivsk, Ukraine Phone number: [відкрити контакти](див. вище в блоці «контактна інформація») (Mobile)

WORK EXPERIENCE

 FOXTROT – IVANO-FRANKIVSK, UKRAINE
SALES MANAGER – 14/08/2018 – 20/07/2020
• Consult customers on full product range, master all specifications and features.
• Achieve sales targets via upselling and cross-selling.
• Train, mentor, and onboard new hires; lead product and sales workshops.
• As Service Sale Manager (last 6 months): Drive store-wide service sales, set team targets, monitor
performance, conduct individual and group trainings.
Key Skills: Product expertise · Training & mentoring · Service sales leadership · Target tracking · Customer service

 ALLO – IVANO-FRANKIVSK
SALES MANAGER – 03/08/2020 – 14/05/2021
Manage full sales cycle: greet customers, consult, upsell, process transactions via cash register & CRM, complete sales.
Drive consulting & sales of additional services (warranties, installations).
Achieve/exceed individual sales plans
Participate in monthly knowledge tests, mystery shopper evaluations, and merchandiser collaborations for continuous
improvement.

 SAT LOGISTICS COMPANY
REGIONAL SALES & CLIENT ACQUISITION MANAGER – 23/06/2021 – 10/11/2021
• Attract new clients and upsell existing ones to boost spend.
• Negotiate custom terms, personal discounts, and add-on services per client.
• Conduct calls, meetings, and negotiations with clients across industries.
• Monitor competitors’ offers, terms, and pricing.
• Execute cold & warm calls; fully manage client lifecycle from first contact to onboarding.
Key Skills: Client acquisition · Upselling · Negotiation · Competitive analysis · Full-cycle sales · Relationship
management

 CLARIO
TECHNICAL SUPPORT AGENT – 17/03/2022 – CURRENT
• Deliver remote technical support for macOS and Windows via live chat, remote sessions and phone.
• Conduct phone sessions with English-speaking clients; manage multilingual chats
• Diagnose and resolve complex issues on Computers, mobile and internet devices
• Handle Bad Feedback calls: investigate root causes, apologize, recover trust, and prevent churn.
• De-escalate conflicts, calm upset customers, and turn negative experiences into positive outcomes.
• Follow Tone of Voice guidelines in every interaction.
• Pass knowledge tests (OS, product, security) and English B2 proficiency checks.
• Consistently hit KPIs: CSAT , First Contact Resolution, Case Resolution Rate, QA score, scorecard compliance.
Key Skills: macOS & Windows expertise · Mobile & network troubleshooting · English B2 ( phone/chat) · Conflict de-
escalation · Bad Feedback recovery · CSAT & QA performance · Tone of Voice adherence

EDUCATION AND TRAINING

MANAGEMENT OF ORGANIZATIONS AND ADMINISTRATION

LANGUAGE SKILLS

Mother tongue(s): UKRAINIAN
Other language(s):

UNDERSTANDING SPEAKING WRITING

Listening Reading Spoken production Spoken interaction

ENGLISH B2 B2 B2 B2 B2

Levels: A1 and A2: Basic user; B1 and B2: Independent user; C1 and C2: Proficient user